Storage Freezywater Complaints Procedure
Storage Freezywater is committed to delivering a reliable, professional service for storage users and customers using our removals support. We recognise that, on occasion, things may not go as planned. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect throughout the process.
Purpose of this Complaints Procedure
The purpose of this procedure is to provide a clear and fair process for dealing with complaints about our storage facilities, customer service, or any part of our associated removal and handling services. Our aim is to put things right where we have made a mistake, explain our decisions clearly, and use feedback to improve the way we work.
What Counts as a Complaint
A complaint is any expression of dissatisfaction from a customer, whether justified or not, that relates to services provided by Storage Freezywater. This can include issues such as:
Concerns about the condition, access or security of storage units
Problems encountered during collection, handling or loading of goods for storage or removal
Billing or payment queries you believe are incorrect or unclear
Delays, missed appointments or communication problems
The attitude, behaviour or conduct of any member of our team
Any other matter where you feel we have not met the level of service you reasonably expected
You do not need to refer to your concern as a “complaint” for this procedure to apply. If you tell us you are unhappy with something we have done, we will treat it as a complaint and deal with it under this procedure.
How to Make a Complaint
You can make a complaint in writing or by speaking to a member of our team in person. Where possible, we encourage you to raise the issue informally as soon as it arises. This often allows us to correct small problems quickly.
If the matter cannot be resolved immediately, or you prefer to use the formal process, please provide the following information so we can investigate properly:
Your full name and any relevant customer or booking reference
The date and approximate time of the incident or issue
A clear description of what has gone wrong and how it has affected you
Details of any staff members or contractors involved, if known
Any evidence you wish to share, such as photographs, inventory lists, notes or correspondence
What outcome you are seeking, for example an explanation, apology, correction or review of charges
We recommend that you keep a copy of any written complaint and any supporting documents for your records.
Our Complaints Handling Stages
We operate a simple two-stage complaints process designed to be transparent and proportionate.
Stage One: Initial Review and Response
Once we receive your complaint, we will:
Acknowledge receipt and log the details on our internal system
Assign the complaint to an appropriate member of staff, usually the relevant team leader or manager
Review the information provided and, where necessary, contact you to clarify any points
We aim to provide an initial response within 10 working days. In many cases, we will be able to resolve the issue at this stage by offering an explanation, taking corrective action, or agreeing reasonable next steps.
If further time is needed because the matter is complex, we will let you know when you can expect a full response and keep you updated.
Stage Two: Escalated Review
If you are not satisfied with the outcome at Stage One, you may request an escalated review. At this stage your complaint will be reviewed by a more senior manager who was not directly involved in the original decision, where possible.
For the escalated review, please explain why you are unhappy with the Stage One response and what you would like us to reconsider. The senior manager will:
Review all previous correspondence and evidence
Consider whether our response was fair, reasonable and in line with our policies
Decide whether any further action or remedy is appropriate
We aim to complete the Stage Two review within 15 working days. We will then send you a final written outcome, setting out our findings and any actions we will take.
How We Investigate Complaints
We take all complaints seriously. During our investigation we may:
Check booking records, storage agreements and inventories
Review notes from any removal or handling services connected to your complaint
Speak to staff members and, where relevant, contractors involved
Inspect storage areas or equipment where appropriate
Assess any photographs, documents or other evidence you provide
Our investigation will focus on establishing what happened, whether our service met our usual standards, and what can reasonably be done to resolve the issue.
Possible Outcomes and Remedies
Depending on the circumstances, appropriate outcomes may include:
A clear explanation of what occurred and why
An apology where we have fallen short of our standards
Correction of inaccurate information or records
Practical steps to put things right where reasonably possible
A review or adjustment of charges if we identify an error
Changes to internal processes or staff training to prevent similar issues in future
Any remedy will be proportionate to the nature of the complaint and the impact on you.
Respectful Behaviour and Fair Use of this Procedure
We expect our team to treat all customers with courtesy and respect, and we ask the same in return. We understand that complaints often arise from stressful situations, such as moving home or business, and we will always do our best to communicate clearly and calmly.
In rare cases where behaviour is abusive, threatening or persistently unreasonable, we may limit the ways in which we communicate, for example by requiring contact in writing only. Such steps will only be taken after careful consideration and, where possible, we will explain the reasons.
Learning from Complaints
Complaints help us improve our storage services and the support we provide to customers using removals and related services. We regularly review complaint records to identify patterns, training needs and opportunities to improve our processes, facilities and communication.
Confidentiality and Data Protection
All complaints are handled in confidence. Information is only shared with staff who need it to investigate and respond. We handle personal data in line with relevant data protection requirements and retain complaint records only for as long as necessary for legal and operational purposes.
Review of this Procedure
This complaints procedure is reviewed periodically to ensure it remains clear, fair and effective. Any updates will apply to all new complaints from the date of publication.
If you have any questions about this procedure or are unsure how to raise a concern, please contact a member of the Storage Freezywater team who will be happy to explain the steps involved.
